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Support Center Excellence Blog

by Solugenix, on Jun 12, 2020 11:00:00 AM

It’s estimated that 75 million U.S. employees (56% of the non-self-employed workforce) could work-from-home according to Global Workplace Analytics. While we’re certainly headed in that direction, companies still have a …

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Topics:COVID-19Remote WorkBusiness ContinuityRemote Support Center

by Solugenix, on Mar 6, 2020 11:48:06 AM

As the news reports about the Corona virus are spreading, the concern for how it will impact business grows. Many enterprises around the world are perplexed over how the Corona …

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Topics:COVID-19Remote WorkBusiness Continuity

by Solugenix, on Nov 11, 2019 12:30:00 PM

In this recorded conversation, Marnie Barnhart, Associate Director of OTC Operations at Solugenix, provides an inside look into customer support and the special agent equipping required for the medical device …

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Topics:MDMOTCOrder to CashMedical Device Manufacturers

by Solugenix, on Feb 14, 2019 3:43:23 AM

If you’ve been a finance, inventory AR, or sales manager for any length of time, you already know there aren’t any quick fixes to managing trunk stock and consignment inventory …

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Topics:OTCConsignmentRisk ManagementTrunk StockOrder to CashInventory Management

by Stephen Booze, on Nov 16, 2018 8:28:00 AM

We’ve all heard the customer service maxim that “complaints are a gift,” but that is a present that you want to receive as seldom as possible. It’s an unavoidable scenario …

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Topics:Customer ServiceCustomer ExperienceCustomer SupportMedical Device Manufacturer ComplaintsRisk MitigationCFR 820.198CFR 803MDMComplaintsFDACFR 820

by Shashi Jasthi, on Nov 1, 2018 2:01:18 PM

When design flaws in customer service exist, they do damage to customer service, the customer experience, your brand and the bottom line. That damage usually starts with IVR system design …

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Topics:Customer ExperienceContact CenterAgent PerformanceCustomer SupportCustomer JourneyDesign

by Solugenix, on Sep 28, 2018 11:01:15 AM

Greek myths have stood the test of time by teaching us a lot, so they have their place. But myths in customer service? Not so much. If you’re building your …

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Topics:Customer ServiceCustomer ExperienceCustomer SupportGreek Myths

by Shashi Jasthi, on Aug 10, 2018 7:04:00 AM

Organizations faced with running high-performing customer support centers often have one main objective…to find the best talent available to serve and retain their customers. In today’s transient workforce, it can …

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Topics:Call CentersCustomer ServiceCustomer SupportBrandCenter of ExcellenceCOE

by Solugenix, on Jul 6, 2018 7:16:00 AM

With many things in business, it’s often easier to identify customer support issues than to solve those issues. Our article titled “Why You Need to Resolve These Common Customer Support …

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Topics:Contact CenterAgent PerformanceCustomer Support

by Solugenix, on Jun 15, 2018 12:21:00 PM

Although Accounts Receivable is foundational to the business cash flow and bottom line, it’s all too common for many organizations to rely on customer service agents for collections. The challenge …

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Topics:Professional DevelopmentAgent PerformanceAccounts Receivable
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